# Merchant Support Specialist at Upgrade

- Company: Upgrade
- What the company does: Backed by USV.
- Company website: https://www.upgrade.com
- Type: Startups
- Level: Mid level
- Location: Phoenix
- Work setup: On-site
- Posted: 2026-09-22
- Apply by: 2026-11-06
- Apply: https://job-boards.greenhouse.io/upgrade/jobs/4736882005
- Page: https://www.1752.vc/careers/jobs/upgrade-merchant-support-specialist/

## About the role

We are seeking a self-motivated and hardworking Merchant Support Specialist to join our dynamic team. This role plays a crucial part in assisting our sales team by managing high call volumes and handling both inbound and outbound calls from contractors and consumers. You will address inquiries related to product troubleshooting, login issues, and general assistance, providing a professional and efficient support experience.

## What they're looking for

- Make informed decisions on loan applications based on established guidelines and criteria, demonstrating a keen attention to detail and responsibility
- Deliver exceptional customer service by understanding and resolving issues promptly, ensuring a positive experience for every customer interaction
- Guide and assist merchants through our platform's onboarding process, offering step-by-step support and addressing any concerns they may have
- Execute various call campaigns with a focus on engaging contractors and consumers, effectively promoting new features, updates, or special offers in a high-volume environment
- Respond to customer inquiries received via email with professionalism, maintaining high standards in written communication and swift issue resolution
- Work closely with product development, sales, and marketing teams to escalate complex issues and provide valuable insights based on customer feedback

Tags: New Accounts